McConnell, Ben and Jackie Huba. ''Citizen Marketers: When People Are the Message.'' Chicago, IL : Kaplan Pub., 2007. (Has [http://www.creatingcustomerevangelists.com/cm/ website] and [http://www.churchofthecustomer.com/ a blog, Church of the Customer Blog])

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McKenna, Regis. ''Real Time: Preparing for the Age of the Never Satisfied Customer.'' Boston, Mass.: Harvard Business School Press, 1997.

'''Note:''' Additional resources may be found in the [https://www.worldcat.org/profiles/ALAHQLibrary/lists/3110139 Customer Service in Libraries] list in OCLC's WorldCat.

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''Customer Service ...It’s More than Just a Smile,'' hosted by Debra Wilcox Johnson; video recording from [http://www.dupagepress.com/library-learning-network/previous-teleconferences/soaring-to-excellence/customer-service/ Soaring to Excellence Conference, November 16, 2001, College of DuPage, Glen Ellyn, Ill.]

''Customer Service ...It's More than Just a Smile,'' hosted by Debra Wilcox Johnson; video recording from [http://www.dupagepress.com/library-learning-network/previous-teleconferences/soaring-to-excellence/customer-service/ Soaring to Excellence Conference, November 16, 2001, College of DuPage, Glen Ellyn, Ill.]

'''''Note:''''' The titles above and several other videos on customer service in libraries can be found by searching OCLC's WorldCat.org, the free online database made up of library catalogs across the USA; see [http://www.worldcat.org/search?q=libraries+customer+service&fq=fm%3Advv&dblist=638&qt=sort&se=$d&sd=desc&qt=sort_$d_desc the results of a search for '''DVDs''' with search terms ''libraries customer service''].

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[[Category:Advocacy and Public Relations]]

Revision as of 17:03, 13 June 2013

Resources on ways to provide effective, efficient service to library users, customers, patrons.